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anonymous's avatar
anonymous
Copper Contributor
Apr 10, 2021

Teams Queue Announce Position and Estimated Hold Time

We desperately need more advanced configuration with call queues in Teams.

 

We need to have periodic announcements of the current position, and optionally an estimated hold time.  The user that answers the call needs to be alerted of the callers wait time upon answering the call. This is a basic feature that is missing, and causing great frustration for my customers.

Calling
microsoft teams
  • godril_'s avatar
    godril_
    Brass Contributor
    Mar 10, 2022
    Same here,
    Trying to migrate a tenant from previous IP PBX to MSTEams, and found out the Queue cant insert a simple periodic message that telling the caller basically like "Thank you, agent is till busy, you can continue to wait or hangup to end the call" .

    I also tried to stack view call queues to mimic that behaviour, but user experience for the caller is clunky.

    Wonder if there is another workaround.
    • Tom_McG's avatar
      Tom_McG
      Copper Contributor
      May 23, 2022

      godril_ 

       

      Did you ever find a work around for your on hold messaging?  I'm trying to do the same functionality and am having a hard time figuring out how to insert announcements at various intervals when a call is waiting for an available agent.

      • godril_'s avatar
        godril_
        Brass Contributor
        Jun 16, 2022

        Hi Tom_McG 

        No, I couldnt find one. The tenant ended up using what Microsoft provides (without interleaving messages).

  • ThereseSolimeno's avatar
    ThereseSolimeno
    Icon for Microsoft rankMicrosoft
    Apr 12, 2021
    Thank you for the suggestion. The preferred site for posting feature suggestions or bug reports is the Uservoice feedback forum at https://microsoftteams.uservoice.com/. You might even find that this item has already been reported and you can vote on it to get future updates.

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